Customer Support Manager - Blended (Remote) - Exceptional Career Opportunity with Workwarp (apna)

Unlock Your Potential as a Customer Support Manager with a Revolutionary Professional Networking Platform

Join the team at apna, India’s largest professional networking and jobs platform, as a Customer Support Manager and be part of a mission to connect people to opportunities and bridge the skill and employment gap. With a strong foundation since 2019 and over 250 million members, apna is on a trajectory to enable livelihoods for billions in India.

About apna and Workwarp

apna, operating under the umbrella of Workwarp, is a pioneering force in the professional networking and job search landscape in India. With a robust platform that facilitates digital professional identities, hyperlocal job matching, network growth, and skill development, apna has become a go-to destination for both job seekers and employers. Having secured over $190 million in funding from prestigious investors like Insight Partners, Tiger Global, and Sequoia Capital, apna is poised for continued growth and innovation.

Role Overview

We are seeking a highly motivated and detail-oriented Customer Support Manager to lead our customer service efforts across various communication channels, including calls, emails, and chats. The ideal candidate will have a proven background in managing customer support operations, excellent communication skills in English and Hindi, and the ability to work effectively in a remote, blended environment.

Key Responsibilities

• Handle customer inquiries via calls, emails, and chats, providing prompt and accurate responses that meet or exceed customer expectations.
• Maintain a high level of professionalism and empathy in addressing customer concerns, resolving issues efficiently, and ensuring customer satisfaction.
• Adhere to a rotational shift schedule, including weekends and extended hours, with a commitment to being camera-ready throughout the workday.
• Collaborate with internal teams to escalate and resolve customer issues, leveraging digital tools and chat software to track interactions and communicate effectively.
• Analyze customer problems, propose appropriate solutions, and demonstrate a proactive approach to customer service, ensuring timely resolution and high customer satisfaction.
• Work effectively in a team environment, handling escalations and contributing to a positive, customer-centric culture.

Essential Qualifications

• 2 to 5 years of relevant experience in customer support or related fields, with a background in chat/call processes and a proven track record of managing customer inquiries.
• Graduation is mandatory; preference will be given to candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields.
• Proficiency in both English and Hindi, with a minimum typing speed of 30 words per minute.
• A stable work environment with reliable Wi-Fi (minimum speed of 30 Mbps) and a dedicated work-from-home setup.
• Flexibility to work in rotational shift schedules, including weekends and extended hours.
• Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly.

Preferred Qualifications and Skills

• A minimum of 2 years of experience in a front-line role handling customer queries.
• Willingness to commit to the current role for a minimum duration and availability to start within a month.
• Flexibility and adaptability in a rapidly changing environment.
• Excellent communication and interpersonal skills, with the ability to empathize with customers and resolve issues effectively.
• Strong analytical and problem-solving skills, with a proactive approach to customer service.

Career Growth Opportunities and Learning Benefits

As a Customer Support Manager at apna, you will have the opportunity to grow within a dynamic and rapidly expanding organization. You will be part of a team that is shaping the future of professional networking and job searching in India. With a strong focus on innovation and customer satisfaction, apna offers a stimulating environment where you can develop your skills, take on new challenges, and advance your career.

Work Environment and Company Culture

apna values a culture of collaboration, innovation, and customer-centricity. As a remote team member, you will be part of a flexible and supportive work environment that encourages professional growth and well-being. With a 5-day working rotational shift schedule, you will have the opportunity to work with a diverse team and contribute to a mission that makes a real difference in people's lives.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package that reflects our commitment to attracting and retaining top talent. As a valued member of our team, you will enjoy a range of perks and benefits designed to support your well-being and career development.

Ready to Apply?

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply now. Join apna as a Customer Support Manager and be part of a team that is revolutionizing the professional networking landscape in India. With your skills, experience, and passion for customer service, you can make a real difference and unlock new career opportunities.

Don't miss this chance to be part of a dynamic team and contribute to a mission that is enabling livelihoods for billions in India. Apply today and take the first step towards a fulfilling and successful career with apna.